Customer Support Manager

If you're passionate about delivering exceptional customer service, bringing calm to complex situations, and helping teams turn customer needs into real business outcomes, this is a role where your impact will be felt daily. My Client in Oxfordshire is hiring for a Customer Support Manager to lead end-to-end customer-facing Support & Services activity for civil customers/operators within the UK, Ireland, Isle of Man and the Channel Islands.

What you'll be doing:

• Act as a primary strategic point of contact for a defined customer portfolio, owning customer support activities and ad-hoc requests
• Build long-term customer relationships through proactive engagement, including a regular visit routine to understand priorities and gather market intelligence
• Coordinate internal support across business functions to deliver customer solutions - from initial enquiry through to completion or closure
• Maintain clear, transparent communication with customers to plan and execute maintenance activities and Aircraft on Ground (AOG) events (in collaboration with relevant teams)
• Organise and lead customer meetings as required, ensuring actions and follow-ups are completed to customer expectations and timescales
• Manage complex customer invoicing and account disputes in partnership with Finance, Commercial and Service Delivery, driving resolution efficiently
• Support growth by identifying and progressing new Support & Services opportunities in collaboration with Sales Managers
• Work within the customer CRM tool (Salesforce) to progress and close opportunities to defined timescales
• Oversee customer satisfaction management via the CX Platform Tool, including survey actions, analysis of feedback and resolution of dissatisfaction
• Escalate critical issues to the Senior Sales Operations Manager when necessary, keeping the customer experience front and centre

What you'll bring:

• Strong communication, negotiation and relationship management skills - able to confidently represent the business with customers and internal stakeholders
• The ability to work cross-functionally and collaborate with stakeholders at all levels, often under tight deadlines
• A sharp eye for detail, with a practical, solution-focused mindset (including when situations are complex)
• Experience managing complex scenarios across internal and external parties, driving them through to resolution
• Confidence hosting high-level, strategic customer meetings and presenting to multiple stakeholders
• Working knowledge of Part 145 and Part CAMO regulations, plus a strong understanding of aviation and helicopter operations
• Experience in an aerospace environment, ideally with a background in account management, customer support, service delivery, operations, or technical/MRO

Additional information:

• Bachelor or Master Degree level qualification in an aerospace, maintenance or management discipline
• Desirable: experience and working knowledge of Aviation products and the UK rotary market, and experience managing a range of customer profiles

Benefits

Our client offers a competitive salary, bonus and a comprehensive benefits package, including:

• Private Medical Insurance (Bupa) - single cover for employees paid by the company
• Pension: Employees are auto enrolled into the Retirement Fund.
• Company contributes 6%, employee 4% basic
• Share Incentive Plan and ESOP. Annual share schemes at company discretion.
• Success Share, Discretionary Group bonus scheme (conditions apply)
• Mydrive (employee car purchase scheme)
• Den-Plan (employee purchase scheme)
• Personal Accident Insurance and Travel Insurance

Ready to lead from the front and make an impact?